We want all of our members, customers and everyone who deals with Bristol SU to be happy with their experience and the services we provide. We welcome feedback, and see it as an opportunity to better understand how we can achieve our vision, mission and values.
Alternatively, you can make a complaint under our complaints policy if your complaint relates to:
This policy is for complaints about Bristol SU only. For complaints about the University of Bristol (including academic matters, or University of Bristol services), you will need to use the University’s Student Complaints Procedure.
To enable us to resolve your complaint or problem as quickly as possible, please speak to a member of Bristol SU staff and explain:
The member of staff (or their manager, if appropriate) will:
If you are not happy with the response you receive to your informal complaint, or you have not received a response within a reasonable time, or you feel that your complaint is so serious it cannot be dealt with informally, you should make a Formal Complaint.
To make a Formal Complaint, you will need to complete the online Formal Complaint Form. If you have dificulties accessing or completing this form, please contact Student Services email@example.com
Alternatively, if you prefer to submit a complaint by post you can do so to the following address, using the same headers as included in the online Formal Complaint Form.
The University of Bristol Students’ Union
The Richmond Building
105 Queens Road
Bristol, BS8 1LN
If your complaint is about the Chief Executive or the Chair of the Board of Trustees, please contact Bristol SU’s Executive Manager before submitting your complaint.
We will only be able to consider your complaint if you:
The Chief Executive will identify an appropriate member of Bristol SU staff or an appropriate Full-time Officer (the “Appropriate Person”) to process your complaint. That Appropriate Person will:
Bristol SU has a number of procedures which may be applied to your complaint, if appropriate. These include:
If a particular procedure is to be used in relation to your complaint, you will be informed.
We will report annually on the Formal Complaints we receive, summarising the volume, nature and resolutions of complaints received. All complaints referred to in that report will be anonymised.
If your complaint relates to criminal behaviour, we may refer the matter to the police.
If your complaint relates to “misconduct” under the University of Bristol’s Student Disciplinary Regulations, we may refer the matter to the University.
If you are unhappy with the outcome of your Formal Complaint, you may appeal to Bristol SU’s Board of Trustees by submitting a request to Bristol SU’s Executive Manager within 10 days of receiving Bristol SU’s response to your Formal Complaint.
Your appeal will usually be considered at the next scheduled Board meeting following submission of your appeal request. If the next scheduled meeting falls less than seven days after you submit an appeal request, consideration of your appeal will be delayed until the following meeting, to ensure that the Trustees have adequate time to consider your complaint.
If your Formal Complaint concerned the conduct or a Bristol SU Trustee or Trustees, they will excuse themselves during any discussion, deliberation or consideration of your appeal.
The decision of the Board of Trustees in respect of a Formal Complaint is final and binding on all parties.
Appeals to the decision of the Returning Officer during the elections must be submitted before the close of voting in the relevant election and must follow any additional processes detailed in the Elections Regulations.